Posted by Ken in CO on Friday, June 01, 2001 at 9:29AM :
In Reply to: Re: Is complaining allowed? - In this case - no posted by Lonnie on Thursday, May 31, 2001 at 12:58PM :
Funny thing is that some study was done in the area of consumer's opinion of the company after doing business with them found unexpected results. Strangely enough, some of the best customer feedback came from folks who had a problem BUT received fabulous service from the company to rectify the problem. Ie, folks who got exactly what they expected generally gave lower overall satifaction ratings than folks who had a problem that was quickly/kindly/etc corrected.
Extrapolate that to companies with marketing strategies that include intentional situations for the company to provide the 'awesome' customer service. I don't think it happens much, but it is a different way of thinking...
Ken
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